MODULE IN TLE 9 (Specialization – Computer System Servicing)

​In technical usage, quality can have two meanings:

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1. the characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

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2. a product or service free of deficiencies

The quality of a product or service refers to the perception of the degree to which the product or service meets the customer's expectations. Quality has no specific meaning unless related to a specific function and/or object. Quality is a perceptual, conditional and somewhat subjective attribute.

​Quality <-> Dependability <-> Speed <-> Flexibility <-> Cost

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​• Quality supports dependability • Dependability supports Speed • Speed supports Flexibility • Flexibility supports Cost.

In the manufacturing industry it is commonly stated that “Quality drives productivity.” Improved productivity is a source of greater revenues, employment opportunities and technological advances.

The six-step PROFIT model

​​P = Problem definition.

R = Root cause identification and analysis.

O = Optimal solution based on root cause(s).

F = Finalize how the corrective action will be implemented.

I = Implement the plan.

T = Track the effectiveness of the implementation and verify that the desired results are met

​1. C H A O W R T S F L

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​It describe a process in as much detail as possible by graphically displaying the steps in proper sequence.

​1. FLOWCHARTS

​​Flowcharts describe a process in as much detail as possible by graphically displaying the steps in proper sequence.

​A good flowchart should show all process steps under analysis by the quality improvement team, identify critical process points for control, suggest areas for further improvement, and help explain and solve a problem.

2. C C H E K S T S H E E

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​help organize data by category. They show how many times each particular value occurs, and their information is increasingly helpful as more data are collected. More than 50 observations should be available to be charted for this tool to be really useful.

3. E P A R T O G R A M S D I A

​A _______puts data in a hierarchical order which allows the most significant problems to be corrected first. This analysis technique is used primarily to identify and evaluate nonconformities, although it can summarize all types of data. It is perhaps the diagram most often used in management presentations.

4. C S A U E A D N E C T F F E DIAGRAMS

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​This diagram is sometimes called an Ishikawa diagram after its inventor. It is also known as a fish bone diagram because of its shape. It describes a relationship between variables. The undesirable outcome is shown as effect, and related causes are shown leading to, the said effect.

5. G R A M S H I S T O

​The ______ plots data in a frequency distribution table. What distinguishes the histogram from a check sheet is that its data are grouped into rows so that the identity of individual values is lost. Commonly used to present quality improvement data, histograms work best with small amounts of data that vary considerably.

6. C A T T S E R D R A M S I A G

​It shows how two variables are related and is thus used to test for cause and effect relationships.